Set up a Concierge to Knowledge Bot hand-off for Connect/webConnect

What happens in a Concierge to Knowledge Bot hand-off for Connect/webConnect?

When the customer has a question about a specific device or software, the Concierge (Welcome) Bot can access a device-specific Knowledge Bot to respond, without the user having to leave the chat. The Concierge Bot hands off its work to the Knowledge Bot in a seamless transition. All the user has to do is press a button or type a question that redirects them to the Knowledge Bot.

How do I set up a Concierge to Knowledge Bot hand-off for Connect/webConnect?

NOTE: you can only use this functionality if you have the Train Bots permission. Please email Customersuccess@ovationCXM.com if you wish to get the permission.

Contact Customersuccess@ovationCXM.com to verify that there is a Technology Dictionary record for the piece of technology supported by the Knowledge Bot in this hand-off. You will need the ID of the Technology Dictionary record. The Customer Success team can create this Technology Dictionary record, if necessary, and provide you with the ID you need.

Knowledge Bot setup

1. From the main navigation menu on the left, go to Bots > Bots. Find the Knowledge Bot associated with your device and click on  (Pencil) to edit it.
2. In the Bot Profile, specify the device or software the Knowledge Bot is associated with under Device Type(s): . NOTE: make sure you have the Technology Dictionary ID for each device or software you list.
3. Map the Knowledge Bot to an Issue Room:
   1. On the left navigation bar of the Bot’s modal, go to   (Mapping).
   2. Select to add a new mapping.
   3. Fill out the following fields in the Add Mapping modal:
      • Comm Scope: Issue (Public).
      • Priority: 50 so the Knowledge Bot doesn’t activate ahead of the Concierge Bot.
      • Channels: Boomtown Chat so the Bot can be used in the webConnect Chat environment, or another selection for, say, an SMS Bot.
      • Filter(s): Device Mapped to Bot.
   4. Click Save & Exit in the lower-right corner of the window to save your work. You have now completed the Bot Mapping.

Hard reset the Knowledge Bot for the mapping to go live:

1. Go to  (Bot Profile) on the left navigation bar of the Bot modal and scroll down to the Service Control section.
2. Hit STOP and START.

Concierge Bot setup

1. Go to System → Bots. Find the Concierge Bot that will hand-off to your Knowledge Bot(s) and click on  (Pencil) to edit it.
2. Add a Button that will redirect the user to the Knowledge Bot:
   1. On the left navigation bar of the Bot’s modal, go to   (Topics).
   2. Select to add a new topic or  (Pencil) to edit an existing topic.
   3. Scroll down to Responses in the Bots Topics modal and select to add a new response.
   4. Fill out the following fields in the Add Response modal:
      • Validator: Button
      • Button Label: [usually the name of the device associated with the Knowledge Bot]
      • Go-to other topic: toggle on.
      • Go To: custom device dictionary response (an existing topic included with all Concierge Bots).
      • Mapped Text: [ID of the Technology Dictionary record for the device associated with the Knowledge Bot]
   5. Click Save & Exit in the lower-right corner of the window to save your work.

Hard reset the Concierge Bot for the new response to go live:

1. Go to  (Bot Profile) on the left navigation bar of the Bot modal and scroll down to the Service Control section.
2. Hit STOP and START.

The Concierge to Knowledge hand-off is now live and complete. The Concierge Bot will hand off to the Knowledge Bot when a user invokes the Concierge Bot response you just created.